Our agents have previously been able to copy the link on attached documents to include in the body of the ticket comment for accessibility requests.
We direct link to the attachment itself, so when they click that link it downloads. This is specific to screen reader accessibility requests.
This feature does not seem to be available any longer. I was able to replicate this behavior in chrome and firefox. Documentation seems to indicate the attachments will be converted to links once the 7mb size limit is reached, but there are important use cases for this to be employed for smaller files. Please let us know if there is another way to do this, or if this feature can be re-enabled.
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